日本と海外をつなぐクラウドソーシング

Alorica Teleservices

Call Center Representative

2015/05～ 2020/07

1. Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed

2. Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.

3. Training. Completes and passes assessment of the required web-based trainings within timelines to prevent potential job risks.

• Anti-Money Laundering (AML): Supports the AML process through list screening operations (new and existing accounts) which may include suspicious activity investigations and other processes. Also, works closely with AML Unit Managers and AML Process Managers to perform other critical functions. Responsibilities include, but are not limited to:
i. Manage suspicious activity case work in a timely and efficient manner
ii. Execute a variety of tasks in support of the conduct of investigations
iii. Conduct a first level investigation
iv. Summarize in writing, suspicious activity for advanced investigation
v. Escalate cases and issues as appropriate for advanced investigation and analysis
vi. Build and maintain awareness of the broader context and implications of the various types of risk affecting the business (e.g. financial, legal, reputation, etc.)
vii. Assist with filing of Suspicious Activity Reports (U.S.) and Suspicious Transaction Reports (Canada) in accordance with regulations and time limitations

• Back Office Processing: Handles incoming disputes from customers to resolve issues on credit bureau scores and assist in updating actual information

• Collections: Handles incoming and outbound calls to provide customers debt information, help resolve delinquent accounts by recommending solutions, and assists customers with other account-related concerns

• Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns

• Servicing: Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns